Moe's Southwest Grill — Restaurant in Cary

I'm a long time fan of Moe's, have eaten at several locations, and have never had an issue. We ordered online from this location and there was not a single thing right about the order. It was missing two items from the order, including a taco for our 3 year old (you can imagine how well that went over) and queso dip for my very pregnant wife (you can, again, imagine how well that went over). The food that did make it into the order was half covered with foil, and as a result, was ice cold by the time it reached us. Both meals were also prepared incorrectly, including jalapenos added to both without asking for them. This, also, did not go over well with our toddler when we attempted to share our food with him since his taco was omitted. The chips were burned and tasted about 3 days old. I typically don't leave public reviews and would rather call the restaurant to sort it out privately, but when I tried, I was directed to Moe's catering. The Moe's catering agent I spoke to tried to connect me to the store, and she was directed back to Moe's catering. After apparently conferring with herself on the issue for some time, she gave me the number for Moe's customer service (she was not able to connect me directly). Aaand customer service was closed when I called. So here we are. The only way the experience could have been worse is if the food was delivered by a swarm of Africanized bees. So here I sit, with a very upset toddler and an agitated pregnant wife, with no recourse other than to post a snarky...

Earlier today, I sent my 16 year old daughter over to Moe's as I checked out at another store to get her and her sister a late lunch. She had a coupon and told the person at the order station, they told her to show it at the register. In true teenager fashion, she forgot. She immediately told the person checking her out and he said "Sorry, we cannot take it off. You have to show it before paying." So she comes and tells me. I told her that was not acceptable then I went over. One lady told me there was nothing they could do and proceeds to speak Spanish to the other employee. I explained it was an honest mistake but an exception should be made. She gets another member of the team out of the kitchen. He rudely tells me "No, she did not give it to me before paying." I said I understand that, but this can be remedied in good faith. He forcefully RIPS the food bags out of my hand, throws them away. Then processes a refund for the entire transaction and "throws" the receipt in my face, returning to the kitchen. Granted, it was paper so it didn't go far. I am appalled and stunned at this time so I asked the other employee what his name was. She refused to give it to me and after the 2nd or 3rd time asking says "You aren't getting his information and just walks away." I cannot believe as a customer (owning up to a mistake) we were treated this way. Instead of just fixing it, they threw perfectly good food away and didn't get any of the sale. DO NOT SUPPORT A...

After a long day driving, it was convenient to go to a place to eat, that was quickly prepared, yes ordering is cafeteria style, but I like that aspect. Was able to get everything exactly the way I wanted. So that's a bonus, was it fresh? Mine was, I had a veggie burrito and my daughter who ate taco's enjoyed hers.. my concern, was sanitation score posted on wall, wasnt to great" the booths weren't clean, we ate at a relatively late hour, so not to busy, so a quick wipe of tables could of been done.. the sweet tea" excellent, and that from a true southern woman, service.. friendly, the young man preparing our food was personable, but girl checking us out, not to motivated but friendly. I must say, chips were hard, stale but that was a side with the food, which wasnt to bad, but recommend heating a little better as by the time we sat down.. mine was cold" prices average, not expensive but not cheap for what we purchased. Would I go back..maybe if sanitation score better, and food warmer. In general it was ok, but definitely a college student thing, families, couples well go to a real authentic Mexican place. Again kudos to the young man fixing the food, he had great attitude and that makes...